ICMI Contact Center Expo Conference 2017 Schedule Builder

View, browse and sort the 20I7 ICMI Contact Center Expo & Conference sessions by pass type, track, and format. With Contact Center Expo & Conference Session Scheduler, you can build your schedule in advance and access it during the show via export or with the Mobile App.

PLEASE NOTE: Using this schedule builder is for convenience only and does not register you or guarantee a seat. Pre-registration is required for Workshops and Site Tours which are selected during the registration process.

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    • Sunday | 4:00pm
    • Sunday, 4:00pm - 7:00pm
      Location:  TBD
      Sunday, 4:00pm - 7:00pm
      Location:  Convention Lobby
  • 305: Leveraging Voice Analytics to Drive Business Results

    Location:  Asia 5
    Format: 60-Minute Session
    Track: Contact Center Metrics
    Vault Recording: TBD

    Contact center interactions contain a treasure trove of insights into agent performance and engagement, streamlining processes, consumer behaviors and more—but mining this data can be daunting. With the healthcare market in the midst of transformative change, strong competitive and regulatory pressures are prompting companies to improve performance, reduce costs, and enhance customer satisfaction. Join us to find out how Optum deploys big data capabilities such as Voice Analytics to harness the power of conversations to achieve these goals. They'll demonstrate how to uncover those golden nuggets hidden within customer interactions—and turn them into exceptional customer experiences that deliver business results.